산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제36권4호
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  • Pages.84-91
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  • 2013
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
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다양한 IT기반 서비스 분야에서의 품질 결정요인에 관한 비교 연구

A Comparison Study on Quality Factors of Various IT-based Service Areas

  • 김종수 (한남대학교 산업경영공학과)
  • Kim, Chong Su (Dept. of Industrial and Management Engineering, Hannam University)
  • 투고 : 2013.11.08
  • 심사 : 2013.11.28
  • 발행 : 2013.12.31
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초록

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

키워드

참고문헌

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피인용 문헌

  1. 모바일 SNS 플랫폼 분석을 위한 e-서비스 품질 모형의 개발 vol.37, pp.4, 2013, https://doi.org/10.11627/jkise.2014.37.4.90